scholarly journals MODEL PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN MELALUI KEPUASAN PELANGGAN DI STARBUCKS BALE KOTA TANGERANG

2021 ◽  
Vol 12 (02) ◽  
Author(s):  
Lia Amalia ◽  
Jovita Fellicia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Quality Service ◽  
Dominant Position ◽  
Independent Variables

This study aims to determine the effect of product and service quality influence on customer loyalty through customer satisfaction as an intervening variable at Starbucks Bale Kota Tangerang. Independent variables consist of product quality and service quality, the dependent variable consists of customer loyalty and variables which include customer satisfaction. This research was conducted at Starbucks Bale Kota which is engaged in sales, located in Tangerang. The background behind sales research at Starbucks Bale Kota is indeed growing, but most of the sales come from new customers, not old customers or repurchases and in this study aims to see what influences the sense of customer loyalty to Starbucks Bale Kota. The authors of this study take product quality and service quality variables because these variables are in a dominant position in the Starbucks Bale Kota phenomenon. The sample used was 170 respondents with a sampling technique that is purposive sampling. The method of analysis used in this study is a non-probability sampling method with a research technique in the form of Path Analysis. The results showed that product quality and service quality had a positive and significant effect on customer satisfaction and customer loyalty. And customer satisfaction as an intervening variable is proven to have a greater influence than the direct effect.Keywords: product quality, service quality, customer satisfaction, customer loyalty

scholarly journals Loyalitas Petani Dalam Melakukan Pembelian Benih Padi Produksi PP Kerja Di Solo Raya

2018 ◽  
Vol 14 (2) ◽  
pp. 135
Author(s):  
Gresia Rahmawati ◽  
Mohd. Harisudin ◽  
Hanifah Ihsaniyati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Recording Analysis ◽  
Convenience Sampling

<p><em>The purpose of this research are   (1) to know the influence   of product quality, price, service quality toward the customer satisfaction PP Kerja and (2) to know the influence of product quality, price, service quality and customer satisfaction toward the PP Kerja’s customer loyalty. The research here used explanatory research in this research. The sample used by 50 farmers who are customers of PP Kerja. The sampling technique using Convenience Sampling. Data were collected by questionnaire. The technique of collecting data was solved through observation, interviews and recording. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results of this research showed that (1) the product quality  (X1),  price  (X2)  and  service  quality  (X3)  simultaneously  influenced  the customer satisfaction of PP Kerja (Y1). The total influenced of each variabel is 0,339;</em><em>0.178 and 0.543. (2) the product quality (X1), price (X2), service quality (X3) and customer satisfaction (Y1) simultaneously influenced the customer loyalty of PP Kerja (Y2). The price variable could influence the total of customer satisfaction 0,222; the service quality variable 0,362 and the customer satisfaction variable 0,442 it could give influence toward the customer satisfaction.</em></p>

scholarly journals Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pengguna Jasa Pengiriman Paket Pada PT. JNE Express Cabang Jember dengan Kepuasan Sebagai Variabel Intervening

2019 ◽  
Vol 6 (2) ◽  
pp. 152
Author(s):  
Frizky Yuniarta ◽  
Ika Barokah S. ◽  
Gusti Ayu Wulandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Analysis Method ◽  
Positive Relation ◽  
Research Population ◽  
Intervening Variables

This study aims to knowing the influence of trust and service quality to customer loyalty users delivery service package in PT. JNE Express Branch Jember with satisfacton as intervening variables. This study is explanatory research. Population is all customer of PT. JNE Express whoever sent the package. The sampling method for this study was used with purposive sampling technique and it got 104 respondents as samples. Data analysis method is Path Analysis. The result of study showed that path analysis determined the influence of trust toward satisfaction showed positive relation. It indicates that the better trust could increase customer satisfaction. Path analysis determined the influence of trust toward customer loyalty showed positive relation. It indicates that the better trust could increase customer loyalty. Path analysis determined the influence of service quality toward satisfaction showed positive relation. It indicates that the better service quality could increase customer satisfaction. Path analysis determined the influence of service quality toward customer loyalty showed positive relation. It indicates that the better service quality could increase customer loyalty. Path analysis determined the influence of customer satisfaction toward customer loyalty showed positive relation. It indicates that the better customer satisfaction could increase customer loyalty. Keywords: Trust, Customer Satisfaction, Service Quality, Loyalty.

scholarly journals Keputusan Pembelian Ulang Melalui Kepuasan Konsumen sebagai Variabel Intervening Ditinjau Dari Kualitas Produk Dan Kualitas Pelayanan Pada Pasar Triwindu Surakarta

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Ayu Wardani ◽  
Sri Hartono ◽  
Eny Kustiyah
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Sampling Technique ◽  
Likert Scale ◽  
Quality Service ◽  
The Relationship

The purpose of this study was to analyze whether the repurchase decision by product quality and service quality in Surakarta Triwindu Market. The population in this study is all consumers in Surakarta Triwindu Market. The sampling technique was accidental sampling, with 100 respondents. Data collection using a Likert scale questionnaire to measure respondent's answers. Path analysis to identify the relationship between product quality and service quality on repurchase decision s through customer satisfaction. The results showed that repurchase decision thought customer satisfaction were not significantly affected by product quality, while service quality on repurchase decisions through customer satisfaction significantly affected the Surakarta Triwindu Market Kerboard : Product quality, Service quality, Customer satisfaction, Repurchase decisions

scholarly journals Effect of Quality Product and Quality Service through Customer Satisfaction on Customer Loyalty in PT Pegadaian ITC Cipulir Jakarta

2019 ◽  
pp. 1-8 ◽  
Author(s):  
Anisa Dwi Rianawaty ◽  
Mr Suharto ◽  
Ismail Razak
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quality Service ◽  
Purposive Sampling ◽  
Quality Product

This study aimed to analyze the effect of product quality and service quality on customer loyalty through customer satisfaction at PT Pegadaian (Persero). Data analysis using path analysis with samples are 215 respondents and technique sampling with purposive sampling. The results showed that the quality of product and service quality through customer satisfaction indirectly no significant effect on customer loyalty.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

scholarly journals The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth

2018 ◽  
Vol 1 (3) ◽  
Author(s):  
AFIF SYAIFUL RACHMAN
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Quality Service ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Valueon Customer Satisfaction and Promotion of Mouth to Mouth". The population in this studywere Telkom customers of IndiHome. This study uses a sample of 150 respondents. Thesampling technique was carried out by convenience sampling method. Data analysis usespath analysis. The results of the analysis show that product quality, service quality,customer value have positive effect on the customer satisfaction of Telkom IndiHome,Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and wordof mouth

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)

2020 ◽  
Vol 7 (2) ◽  
pp. 123
Author(s):  
Lita Ningrum Afriani ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Primary Data ◽  
Quality Service ◽  
Loyal Customer ◽  
Number Of Customers ◽  
Loyal Customers

For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

2018 ◽  
Vol 12 (1) ◽  
pp. 54
Author(s):  
Dwi Danesty Deccasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Transportation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

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